We do research to collect data. We analyze data to generate insights.

Independent research backed by one of the world’s premier selling and service brands


CSO Insights is the independent research arm within Miller Heiman GroupTM, dedicated to improving the performance and productivity of complex B2B sales. The CSO Insights team of respected analysts provides sales leaders with the research, data, expertise, and best practices required to build sustainable strategies for sales performance improvement. CSO Insights’ annual sales effectiveness studies, along with its benchmarking capabilities, are industry standards for sales leaders seeking operational and behavioral insights into how to improve their sales performance and to gain holistic assessments of their selling and sales management efficacy. Annual research studies address sales and service best practices, sales enablement and sales performance optimization.

Meet Our Research Team

You won’t find another research team with the multidimensional talent and years of relevant experience of this one. Each member is a pioneer in sales performance effectiveness research. As the research arm of Miller Heiman Group’s global family of companies, we make the most of combining our team’s specialties with the cross-functional capabilities of the larger organization.

Seleste Lunsford, Senior Director

Seleste Lunsford has consulted with sales and service organizations for more than 20 years, helping them acquire, grow and retain client relationships. As Senior Director of CSO Insights, Seleste helps guide our research focus areas and define our market deliverables. An experienced business leader, Seleste has led a range of product development, professional services and operations functions. She co-authored two books: Secrets of Top Performing Salespeople (2003 McGraw Hill) and Strategies that Win Sales (2005 Dearborn Publishing). She’s also written articles on sustaining sales effectiveness found in Selling Power, Entrepreneur, Chief Learning Officer and PharmaVoice, as well as at DestinationCRM.com and HR.com. She’s proud to have supported some of the world’s most recognized companies, including AAA, Alliance Bernstein, American Express, Arrow Electronics, Citibank, Convergys, U.S. Department of Defense, Office Depot, Traveler’s Insurance, Verizon Wireless and many of the world’s largest big box retailers.

Tamara Schenk, Research Director

Tamara’s expertise as an analyst for CSO Insights is based on more than 20 years of experience in sales, service and delivery in different roles and industries. Before joining our team, she was responsible for T-Systems’ global sales force enablement and transformation team. Tamara’s special focus is establishing frameworks and collaboration models that help sales and sales enablement leaders to navigate sales complexity. She also helps that audience master the transformation from product selling to creating business value for customers. She’s a recognized blogger, speaker and thought leader in the global sales and enablement community and is a regular contributor to TopSalesWorld.

Jim Dickie, Co-Founder and Independent Research Director

Jim began his career more than 30 years ago with IBM and Sterling Software before launching two successful software companies. His client work spans multiple industries and includes world-renowned companies: 3M, ADP, GE Capital, Cisco Systems, Corning, Fairchild Semiconductor, Harte Hanks, Federal Express, IBM, Accenture, VISA, HP, Barclays, Rockwell and Intel. He’s a contributing editor for CRM Magazine, CustomerThink and SoftwareMag.com, as well as a contributing author for the Harvard Business Review. Jim is the author of The Chief Sales Officers Guide to CRM and Insights into High Tech Sales and Marketing, and he co-authored The Sales and Marketing Excellence Challenge and The Information Technology Challenge. He’s also served as an advisor to Baylor University’s Center for Professional Selling and as a lecturer at the University of Georgia’s Terry College of Business.

Barry Trailer, Co-Founder and Independent Research Director

Co-founder of CSO Insights, Barry is a past president of both Miller Heiman and Goldmine—a world-class sales training firm and a well-known provider of CRM applications, respectively. He has conducted seminars with hundreds of companies around the world, including HP, Sun Microsystems, Oracle and Hitachi Data Systems. Barry co-authored The Sales and Marketing Excellence Challenge: Changing How the Game Is Played and has contributed to the Harvard Business Review. He’s also a novelist, editor and author of numerous white papers on the sales process.

CSO Insights is the research division of Miller Heiman Group

By combining the best companies in the sales and service industry, Miller Heiman Group has more than 150 years of experience and performance. We purposefully brought together the best ideas, products and teams in the sales and service industry to offer you our Be Ready Solutions. Our products and solutions are inspired by brands such as Miller Heiman, Huthwaite, Impact Learning Systems, AchieveGlobal, Channel Enablers and CSO Insights. We invite you to discover all of our powerful products in sales and service performance, talent assessment, learning management, strategy execution, data and insights. Simply click on the button below and help your sales and service teams Be Ready to sell more and service better.